Cloud telephony- Future of Contact Center

Today, from call centres to start ups, everyone is focussing on investing in CLOUD. Cloud model comes with an ease of access to remote computing, providing security, scalability and reliability, helping organisations to dynamically provision and scale their virtualized and shared resources. Cloud tends to provide a universal contact center solution that tends to unite the enterprise with its agents working from home. This not only acts as a beneficiary point for the agents as it lets them work in their own comfort zone but also helps enterprises satisfy their employee’s requirement and thereby increasing employee engagement for their organisation structure.

In today’s era, having the contact center solution on cloud helps enterprises increase their share in the market as well as their profitability. Cloud solution does not require any expensive hardware or software and includes all the facilities and Add-on’s which are provided in the In-premise setup. Going with the cloud setup helps enterprises to easily add functionality as one’s needs grows. Cloud helps enterprises bypass costs associated with the buying, maintenance and upgradation of software.

The prominent reasons because of which many of the start-ups should opt for cloud solution are as follows:

• Performance: It can be consistently monitored. Cloud can support coupled architectures using web services as the system interface making it more performable as compared to In-premise.
• Productivity: It can be increased when many users can work on the same data at the same time. Time wastage is avoided as data is not needed to be saved or re-entered once the fields are matched.
• Maintenance: It is easier as no software’s or hardware’s need to be installed on each user’s computer and can be accessed from different places.
• Cost: As the infrastructure is provided by a third party and need not to be purchased, the barriers to entry are lowered. The pricing can be based on the usage and implementation.
• Reliability: Being a reliable source, cloud solution is suitable for business continuity and disaster recovery.
• Scalability: Cloud gives the ability to scale up or down the resources according to their usage.
• Security: Due to centralisation of data, cloud increases security focused resources. Security on cloud is better than other traditional systems.
• Device and location independence: Cloud enables its users to access systems using a mere web browser regardless of their location or what device they are using.

C-Zentrix Cloud solution helps enterprises grab hold of all its customers and eventually prioritise on the important ones.

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Investment in Cloud: Necessary or Not?

Introduction of Cloud has changed the way many applications are designed, built and run. Cloud model is one of the core segments of the digital age. The cloud market is maturing with time as its awareness about data and analytics landscape is growing. The recent introduction of Internet of Things (IoT) and social media metrics has been introduced to build the connected analytics view of a company’s resources and customers.

With the worldwide public cloud service market to grow by 16.5% in 2016, here are a few reasons why one should invest in Cloud infrastructure:

• Technology update: Cloud basically tends to help in intelligent routing and resource selection feature allowing systems to be configured in a way that they themselves can determine how customers should be served. Based on customer’s needs, one can easily assign them agents from least busy to first available on cloud.
• Low Infrastructure costs: Cloud helps you bypass costs related with software, servers, their maintenance, PRI and analog trunk lines, associated power and cooling, etc. Due to reduction in these costs, the focus can now be shifted to strategic business initiatives. 
• Globally recognized standard: Using cloud basically provides a standardized support structure to the business. Cloud application server i.e. SaaS is forecasted to grow 20.3 percent in 2016 as predicted by Gartner.
• Business Transformation: The business becomes increasingly agile as customers can be connected anytime and helped with their queries. Today, the role of IT in any business is shifting from “supporting the business” to “be the business”. Ongoing digitization of products and services has shown that IT now owes up to the capability of what a company manufacture and sells.
•  Better Customer Experience and satisfaction: The focus is now to improve the customer’s experience and look out for options to increase employee productivity.
•  Reduced expenditure on calls: The per month usage consumption for communication and contact center expenditure like maintenance cost, upgradation costs, etc. are reduced as compared to the costs incurred while using CAPEX model.
•  Efficient handling: Customers for any organization are a priority. It becomes a necessity to handle their queries, issues and concerns at the right time to have a unified contact center solution. Customer’s objective and targets can be helped to achieve by providing them the right resources readily.
• Agent productivity: Cloud gives the agent an option of whether he wants to work from home or office using the same agent desktop interface. This feature helps organizations to recruit suitable agents from a wider talent pool. Options of having your contact center now on your mobiles can help you connect to your customers while on the go.

C-Zentrix, Cloud Telephony Company in India can help you update your outdated PBX systems by providing you the best cloud telephony solution with an uptime of 99.9%.